OCM & End-User Adoption Flashcards
7 cards from real ERP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 OCM & End-User Adoption flashcards as text
In the ADKAR model, 'Reinforcement' (the R) is specifically designed to prevent:
Answer: Regression to old behaviors after the change is implemented
Reinforcement mechanisms such as incentives, feedback loops, and corrective actions prevent users from reverting to pre-change behaviors after go-live.
A 'change impact assessment' in an ERP project documents:
Answer: How specific process, role, and technology changes affect each user group
A change impact assessment maps the degree and nature of change for each affected group, informing tailored communication and training strategies.
Which approach to end-user training is most effective for adult learners transitioning to a new ERP system?
Answer: Scenario-based learning using realistic job tasks in a training environment
Adult learners retain skills best through practice in realistic scenarios, making scenario-based training in a sandboxed ERP environment highly effective.
When an ERP project has multiple go-live waves across different business units, the OCM team should adjust communication by:
Answer: Tailoring timing and content of communications to each wave's specific go-live schedule and impact
Phased rollouts require phased communication strategies so each group receives relevant, timely information matching their own go-live timeline and process changes.
The concept of 'organizational change saturation' refers to:
Answer: Users being overwhelmed by multiple simultaneous changes, reducing capacity to absorb new ones
Change saturation occurs when the volume or pace of organizational changes exceeds employees' ability to adapt, increasing resistance and failure risk.
A 'super user' program in an ERP implementation typically involves:
Answer: Selecting and training business power users who serve as first-line support after go-live
Super users are business-side employees trained to a higher proficiency level who answer peer questions, reducing dependency on the central help desk after launch.
Which stakeholder group typically requires the most tailored OCM attention during an ERP implementation and why?
Answer: Middle managers, because they influence team adoption and must translate change for their direct reports
Middle managers are multipliers of change — if they are aligned and equipped, they cascade adoption through their teams; if resistant, they can undermine the entire initiative.